Service Canada 2009-2010 Performance Scorecard

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Service Standards Performance Scorecard for 2009-2010 vs 2008-2009 and 2007-2008

LEGEND:

Two arrows pointing up. Results surpassed the objective
One arrow pointing up. Results met the objective
One arrow pointing diagonally to the top right. Results are at least 95% of the objective
One arrow pointing down. Results are below the objective

N/A No results available

Service Standards and Related Performance Measures	Rating 2009-2010	2009-2010 Year End		2008-2009 Year End		2007-2008 Year End
Service Standards and Related Performance Measures	Rating 2009-2010	Target	Result	Target	Result	Target	Result
We provide service in the communities where you live.
% of Canadians with access within 50 kms from where they live		90%	95.7%	90%	95.6%	90%	95.4%
Number of Service Canada points of service	No targets established	No targets established	630	No targets established	608	605	620
We provide more convenient and extended hours of service.
Telephone Response:
% of specialized calls answered by an agent within 180 seconds (CPP/OAS, EI)		80%	55.2%	80%	53.0%	95%	59.0%
% of general enquiry calls answered by an agent within 18 seconds (1 800 O-Canada)		85%	90%	85%	87%	85%	88%
Number of Service Canada Centres with extended hours of service	No targets established	No targets established	15^Footnote 1	No targets established	67	60	62
% of Availability of Internet - information and transaction		98%	99.9%	98%	99.5%^{Footnote 2}	98%	99.3%
We provide service in the official language of your choice – English or French.
Number of Official Languages complaints and investigations received (Part IV and VII)	N/A	N/A	14	N/A	12	N/A	32
Recognizing the diversity of Canada, we are extending our reach to multilingual communities.
Number of factsheets/publications available in languages other than English and French (Aboriginal and Foreign)
Number of Aboriginal languages	No targets established	No targets established	12	No targets established	12	No targets established	8
Number of foreign languages	No targets established	No targets established	11	No targets established	11	No targets established	No targets established
Our services are accessible to people with disabilities.
Number of Service Canada Centres with improved accessibility	No targets established	No targets established	25	No targets established	57	No targets established	39
Our employees are knowledgeable and helpful, and will make sure you get what you need.
% of employees registered in Service Excellence Certification Program		30%	8%^{Footnote 3}	30%	26%	30%	41.2%
Number of employees registered in Phase I of certification in Service Excellence Program	No targets established	No targets established	353	No targets established	1,169	No targets established	1,637
Client Satisfaction Survey Results	No targets established	No targets established	N/A	No targets established	83%	No targets established	N/A
We let you know when you should expect a decision on entitlement to services or benefits, and if you qualify, when your first payment will arrive.
Expeditious Delivery:
% of CPP, EI and OAS notifications sent within seven days of receipt of applications		80%	69.7%^{Footnote 4a}	80%	69.9%	80%	65.8%
% of CPP retirement benefits paid within first month of entitlement		85%	96.2%^{Footnote 4b}	85%	91.3%	85%	91.8%
% of EI benefit payment or non-payment notification issued within 28 days of filing		80%	84.2%	80%	79.1%	80%	80.3%
% of OAS basic benefits paid within first month of entitlement		90%	91.7%	90%	92.1%	90%	93.7%
% of SINs issued using expeditious processes (SIN Rapid Access, Newborn Registration Service in NS, Ontario, AB and BC, and Teleapp in NB)		90%	91.1%	90%	90.6%	90%	93%
We want your views on how well we are serving you.
% of Office for Client Satisfaction feedback replied within seven working days of receipt		100%	100%	90%	100%	90%	100%
Office for Client Satisfaction total feedback received	No targets established	No targets established	6,887	No targets established	7,275	No targets established	6,683
Compliments	No targets established	No targets established	378	No targets established	288	No targets established	333
Complaints	No targets established	No targets established	3598	No targets established	3,331	No targets established	2,878
Suggestions	No targets established	No targets established	184	No targets established	155	No targets established	217
Transfers to other departments	No targets established	No targets established	2727	No targets established	3,501	No targets established	3,255

Volumetric Information	2009-2010 Year End	2008-2009 Year End	2007-2008 Year End
Applications In
EI initial and renewal claims received	3,249,676	3,146,260	2,643,091
CPP applications processed	637,831^{Footnote 4c}	656,738	644,182
OAS applications processed - excluding automatic renewals for Guaranteed Income Supplements	881,467	821,855	808,565
Passports applications reviewed and forwarded to Passport Canada	412,367	345,210	267,112
Pleasure craft licences applications processed	130,444	129,820	128,516
SIN applications processed (through all channels)	1,468,945	1,514,207	1,445,146
Common Experience Payment applications received	99,819^{Footnote 5}	97,792^{Footnote 6a}	90,301
Apprenticeship Incentive Grant applications received	81,513	71,970	52,741
Apprenticeship Completion Grant received (Launch July 1, 2009)	24,603	New	New
Channel Usage
Service Canada Internet visits	55,133,201	32,980,000^{Footnote 7}	26,620,460
Total calls received in Call Centres (Interactive Voice Response System, agents, calls blocked)	58,600,108	55,467,510	51,146,636
Specialized calls answered by an agent (CPP/OAS, EI)	11,136,413	10,108,769	9,274,267
General enquiry calls answered by a 1 800 O-Canada agent	1,921,711	1,803,460	1,793,597
In-person visits to a Service Canada point of service:
Assisted clients	6,966,100	6,435,311	6,032,671^{Footnote 6b}
Citizen Access Workstation Service (workstation sessions)	2,803,880	3,403,479	3,187,828^{Footnote 6c}

Footnotes

Footnote 1: Definition/methodology as changed for this indicator.

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Footnote 2: Estimated Average.

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Footnote 3: The majority of the target audience of the front-line and call center employees have already participated in the classroom session of Putting Citizens First. Since the majority of these employees have already participated, there is less demand. The learners who are reflected in the 8% were mostly new hires.

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This footnote applies to footnote references 4a, 4b, and 4c.: Due to the Information Technology Renewal Delivery System (ITRDS) transition, CPP Disability volumes are slightly inflated and CPP Retirement volumes are underestimated by approximately 4-5%. Corrective action continues.

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Footnote 5: Methodology as changed for this indicator.

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This footnote applies to footnote references 6a, 6b, and 6c.: Results vary from previous public reporting due to change in calculation methodology.

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Footnote 7: Due to data source problem this result is an estimate based on previous years' trends.

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